They should refund you something if you were not able to freeze your account because of no support.
Confirmation of the transaction did not come to the e-mail, and the hacker created a ticket with a request for withdrawal. When I restored the account the ticket was not processed yet and I canceled it. And created a new ticket so that they cancels the withdrawal, but they did not answer.
They said that the funds can not be returned. I can attach screenshots of the ticket if they are interesting to you.